CRM Manager

3 weeks ago

Bengaluru, India Shakthi Healthy Fresh Meats Full time

Role Definition

CRM Manager

Responsibility Deliverable (KRA)

  • Manage CRM systems and customer lifecycle in retail domain.
  • Develop and execute strategies using CRM tools and customer data to enhance customer relationships, improve retention, and drive business growth.

Competency Required

· Domain Knowledge – Understanding of food processing / FMCG / retail consumer behavior.

  • CRM Expertise – Salesforce, Zoho, Microsoft Dynamics, SAP CRM or retail POS-integrated CRM tools.
  • Analytics & Reporting – SQL, Excel, Power BI/Tableau to analyze customer & sales data. Tracking KPIs like customer lifetime value (CLV), churn rate and engagement. Using data insights to optimize CRM strategies and report ROI.
  • Customer Data Management - Expertise in collecting, analyzing, and maintaining clean, accurate customer data. Understanding of data segmentation, enrichment, and lifecycle management.
  • Customer Centricity – Ability to map customer journey in B2C (retail) & B2B (distributors).
  • Collaboration – Work with production, distribution and sales teams.
  • Market Insight – Knowledge of seasonal demand, product lifecycle in FMCG/retail.
  • Negotiation & Vendor Management – Managing retail/loyalty program vendors.

Task & Activities

· Maintain updated customer and distributor data in CRM.

  • Create segmentation for distributors, retailers and consumers.
  • Run CRM-driven campaigns for seasonal offers, product launches and loyalty programs.
  • Measure footfall and repeat purchase trends in retail outlets.
  • Support sales in tracking leads from exhibitions, offline promotions, and POS.
  • Generate insights on SKU performance, product return rates and repeat purchase cycles.
  • Align CRM campaigns with buying and supply chain (avoid stockouts/overstocking in promotions).
  • Train retail sales staff on CRM usage for customer engagement.

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